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Impact of Customer Retention Practices on Firm Performance
16 references·0 citing·47 second hop
Impact of Customer Retention Practices on Firm Performance (2013)Impact of Customer Retention Practices on…Strategic orientation and performance of tourism firms: Evidence from a developing country (2010)Strategic orientation and per…How valuable is word of mouth? (2007)How valuable is word of mouth?Customer Metrics and Their Impact on Financial Performance (2006)Customer Metrics and Their Im…Predicting customer retention and profitability by using random forests and regression forests techniques (2005)Predicting customer retention…Measuring the impact of human resource management practices on hospitality firms’ performances (2005)Measuring the impact of human…Customer satisfaction and retail sales performance: an empirical investigation (2004)Customer satisfaction and ret…Customer relationship management : concepts and tools (2004)Customer relationship managem…E-LOYALTY: YOUR SECRET WEAPON ON THE WEB (2003)E-LOYALTY: YOUR SECRET WEAPON…Measuring Switching Costs and the Determinants of Customer Retention in Internet-Enabled Businesses: A Study of the Online Brokerage Industry (2002)Measuring Switching Costs and…How Firms Relate to Their Markets: An Empirical Examination of Contemporary Marketing Practices (2002)How Firms Relate to Their Mar…Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking (2002)Customer satisfaction and ret…Customer perceived value: a substitute for satisfaction in business markets? (2002)Customer perceived value: a s…A dynamic performance measurement system: evidence from small Finnish technology companies (2002)A dynamic performance measure…The relationship between customer loyalty and customer satisfaction (2001)The relationship between cust…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Does relationship marketing improve customer relationship satisfaction and loyalty? 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References

  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 2003E-LOYALTY: YOUR SECRET WEAPON ON THE WEB2,084 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
  • 2001The relationship between customer loyalty and customer satisfaction1,290 cited
  • 2002Customer perceived value: a substitute for satisfaction in business markets?1,268 cited
  • 2006Customer Metrics and Their Impact on Financial Performance916 cited
  • 2002Measuring Switching Costs and the Determinants of Customer Retention in Internet-Enabled Businesses: A Study of the Online Brokerage Industry721 cited
  • 2002Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking644 cited
  • 2002How Firms Relate to Their Markets: An Empirical Examination of Contemporary Marketing Practices508 cited
  • 2005Measuring the impact of human resource management practices on hospitality firms’ performances390 cited
  • 2004Customer satisfaction and retail sales performance: an empirical investigation361 cited
  • 2002A dynamic performance measurement system: evidence from small Finnish technology companies320 cited
  • 2005Predicting customer retention and profitability by using random forests and regression forests techniques308 cited
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Customer relationship management : concepts and tools
290 cited
  • 2007How valuable is word of mouth?240 cited
  • 2010Strategic orientation and performance of tourism firms: Evidence from a developing country228 cited
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